Norton from Symantec

Error: "5013,3" appears on my Norton product

These steps are for the current version of the Norton products. If you have an older version or if you do not know your product version, go to Norton Update Center.

STEP 1

Download and run Norton Power Eraser

    If you have received the pop-up alerts from Win 7 Security 2012, Vista Security 2012, or XP Security 2012, click here.

  1. Download Norton Power Eraser.

  2. Click Save.

  3. Select the location as Desktop, and then click Save.

  4. To run Norton Power Eraser, double-click the NPE.exe file.

    If the User Account Control window prompts, click Yes or Continue.

  5. Read the license agreement, and click Accept.

  6. In the Norton Power Eraser window, click the Scan for Risks icon.

  7. By default, Norton Power Eraser performs a Rootkit scan and requires a system restart. When you see a prompt to restart the computer, click Restart. If you do not want to include the Rootkit scan, go to Settings, and uncheck the option Include Rootkit scan (requires a computer restart).

  8. Wait for the scan to complete.

STEP 2

Temporarily turn off Norton Product Tamper Protection

  1. Start your Norton product.

  2. Click Settings.

  3. Depending on your Norton product, do one of the following:

    • For Norton AntiVirus or Norton Internet Security: On the General tab, click Product Security. Next to Norton Product Tamper Protection, move the slider to turn it Off.

    • For Norton 360: Under Quick Controls, uncheck Norton Tamper Protection.

  4. Click Apply.

  5. In the Security Request window, from the Select the duration drop-down menu, select Until system restart, and then click OK.

  6. In the Settings window, click Close.

STEP 3

Enable the Base Filtering Engine service

  1. Press the Windows + R keys to open the Run dialog box.

  2. Type in the following text, and then press Enter.

    services.msc

    If the User Account Control window prompts, click Yes or Continue.

  3. In the Services window, under the Name column, locate and double-click Base Filtering Engine.

  4. To the right of Startup type, verify that Automatic appears.

    If Startup type is not Automatic, then in the drop-down list, click Automatic.

  5. To the right of Service Status, verify if Started appears.

    If the Service status is not Started, then click Start.

  6. Click OK.

  7. Exit the Services window.

  8. Restart the computer.

If you still see the error or if you cannot find the Base Filtering Engine service, you need to replace the Windows Base Filtering Engine component. Run the Microsoft Fix it tool to replace this component.

If you have any questions about this tool or the Base Filtering Engine component, contact Microsoft Support or Microsoft forum support.

Thank you!

Thank you for using Norton Support.

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DOCID: v67301753_EndUserProfile_en_us
Operating System: Windows 8, Windows 7, Windows Vista, Windows XP
Last modified: 04/14/2014